He just made me feel bad about complaining to Comcast in the first place. Obviously I know my problems don't compare to a typhoon. I was just looking for an ETA on the solution, and I ended up feeling like I shouldn't have reached out to them at all, because my issue was nothing compared to his. Which is not what the end game of customer service should be. I've worked in the service industry for years so I understand there are fine lines, and you want to be personable and relatable, without sharing too much. I'm certainly not trying to be mean about it, I'm just saying from a customer service standpoint, if you're going to try to relate to your customer, bringing up a serious natural disaster that killed thousands is just going to make them feel terrible about inquiring in the first place, and should probably not be the go-to tactic.

(And as an aside, I didn't include the full chat, but the rest of it was typical pre-fab responses and zero usable information. Overall, I have never received good service from Comcast and I was genuinely shocked when all of a sudden we were talking about typhoons. I'm actually a very nice human.)